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Being charged twice for same account

So I have a problem I’ve been trying to figure out for hours. I’ve been going back and forth with Apple iTunes and once with dropbox. I have one account. I use the app on my phone from the Apple store and sync my photos for editing on my laptop. I’ve just now noticed I have double charges on my statements. One from Dropbox for 11.03 and a few days apart there is one from iTunes for 11.02. On both ends they see my charges for my Dropbox plus account and everything looks okay they say. Okay so why am I being charged twice? For one Dropbox plus account? I can’t figure this out and all that really adds up over the year and I’m just wishing someone can give my my money back since I’ve been paying twice. Sorry if this is confusing. Another important note is the only app I pay for in iTunes is Dropbox. So there’s nothing else it could be....

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Walter

Sorry to hear that @Michelleanzures - I've reached out via email to the address you use for your forum's profile so we can have a further look into this together.

When you get the chance, take a look at your email's inbox for my message and we'll take it from there.

Thanks in advance and until we speak again, have a lovely day!

All comments

Walter

Hey there @Michelleanzures - apologies for the slight delay in my response; are you still having issues with this?

Michelleanzures

Yes I am.. not sure who to talk to about this or how it’s even possible to pay twice for one account.

Walter

Sorry to hear that @Michelleanzures - I've reached out via email to the address you use for your forum's profile so we can have a further look into this together.

When you get the chance, take a look at your email's inbox for my message and we'll take it from there.

Thanks in advance and until we speak again, have a lovely day!

nomez99

Hello,

I also have two charges on my bank statement.

Could you assist and tell me why that is after upgrading to Professional?

Thank you

Simon

Walter

I'll be happy to help @nomez99 !

Therefore, I just reached out via your Dropbox associated email address so we can have a look into this.

Whenever you get the chance, please take a look at your inbox and we'll take it from there Simon.

Thanks in advance and talk soon!

box_dropper

Hi!

I have the same problem as well, two charges on my bank statement after upgrading to Professional. Could you help me to solve that?

Many thanks!

Walter

Of course I will @box_dropper!

As a matter of fact, I just sent you a brief message to the email address associated with your Community's profile so we can have a better look into this.

Whenever you get the chance, please take a look at your inbox and we'll take it from there.

Thanks in advance JJ!

ler16

I have the same issue, please can someone contact me

Walter

Welcome to the Community @ler16!

As per your request, I just sent you a brief message to the email address that's associated with your Community's profile.

Whenever you get the chance, please take a look at your inbox and we'll take it from there.

Talk to you soon!

albertina

Hi I have the same problem!! Charged twice for 3 months! Who can I talk to???

Rich

@albertina wrote:
Hi I have the same problem!! Charged twice for 3 months! Who can I talk to???

You need to contact Dropxbox Support directly. This is a public forum and billing/account issues cannot be handled here.

Jenn S.1

I've been charged twice as well. Is it possible to get my money back? I'm confused. Why is this happening to so many people? Thanks. Jenn

Fiona

Hey @Jenn S.1.

Sorry to hear about this.

We have no view of transaction details or Dropbox accounts via the Community, so the best way to address this would be contacting support. They will look into the charges, check if they are refundable and help you understand how this happened.

Please create a ticket with Dropbox Support for this billing request.

Thanks.

SamHarrison

Hello,

I’m having the exact same problem. I’ve been paying twice for the same account, once through Apple (iTunes) and once directly through Dropbox through PayPal. I’ve taken the issue twice to both Dropbox and Apple and they just keep redirecting me to the other party; It’s becoming very frustrating now. I’ve sent invoices and statements proving that I’ve paid twice for the same service under the same email but to no avail. Surely, since Dropbox is receiving two payments from that email ID (Apple told me they just take a fee as a conduit) something can be done.

Any suggestions?

Many thanks,

Sam

Fiona

Thanks for reaching out to report your experience @SamHarrison.

I located the ticket you have with us and I see our agent is waiting for your response to proceed with solving this for you.

Wish I could personally help with is, but please keep in mind that we are unable to see accounts or support billing requests via the Community, for privacy reasons.

It is good to have your feedback here though.

Thank you! Get back to me for anything else you might need.

SamHarrison

Thank you, Fiona. The issue is that I’ve been in contact with customer support twice now and each time they just tell me to get in touch with Apple. It doesn’t seem to be getting me anywhere.

I’ve sent a third response to customer support. If they redirect me back to Apple again, I’d appreciate your help moving this issue forward.

Thanks,

Sam

Fiona

I got you!

I understand this experience has been difficult and so I took over your case and just responded to it, to help with this issue.

You will find my response in your inbox. It's the same email chain you responded to today) :envelope:

I will do my best to explain what happened and help the best way possible.

Thanks!

madisonm_12

Can you send me an email as well? I am having this exact same issue. Thanks so much!

Fiona

Welcome and thanks for reporting.

I got you @madisonm_12! :envelope:

If you received my email, please respond there.

Thank you!

HDawson

Hi there,

I am also having this problem - being charged twice for the same account. Please can somebody assist?

Kind regards,

Helen

Walter

Hi there @HDawson; sorry to hear about this.

If you'd like to make sure about this, you can take a look at your account's billing history to see if this is indeed a duplicate charge here:

https://www.dropbox.com/account/billing

If you're still having issues with this though, why not contact our support team to sort this out directly? Here's a direct link for your reference: https://www.dropbox.com/support

Let us know if you have any questions!

kbrimberry

I have the exact same problem.

I bought two accounts in the past, one for myself for 1 TB and another for my office assistant so we could both use DB. She left one year ago and I contacted DB to cancel her account, but was charged anyway. Now I see that DB is going to charge me again for her account. On my account there will be two charges. I don't want to pay for the one with her info.

Thanks,

Walter

Hi @kbrimberry; thanks for joining this discussion and welcome to our Commnunity!

In your case, I'd suggest trying an incognito window while you're not logged into any account.

From there, when on this page, click on the 'Need help with a billing issue?' button and submit a Help Request from the relevant option at the bottom of the page and input your payment's information along with an email address we can reach you.

I hope this gets resolved for you as soon as possible K.

lanebx3

I have the exact same issue as the original poster. I have been being charged twice a month for the same Dropbox account since 2017. One through the apple app and one directly from Dropbox through my PayPal account. I have been trying to reach support for this issue but have so far been told I can only be refunded for last month, even though I have been wrongly charged twice since 03/2017. Can somebody please help me? I have plenty of information I can provide to prove my dilema.

Fergus247o

Hi. It appears I’m also being charged twice for the same account. One charge through Apple and the other directly to Dropbox. Suspect it has been happening for some time. How does one claim a refund?

Lusil

Hey @lanebx3 and @Fergus247o, thanks for nudging us on this thread.

As @Walter mentions earlier, to have a better look into this, due to account-specific info that'll be needed, go to this link using an incognito window, without signing in, and fill in the information required.

Thanks!

CarlaCase

I believe I am being charged twice as well. Directly through you and through iTunes. Help